REFUND & RETURN POLICY

1. Order Cancellation
   • Within 1 Hour of Matching: Users can cancel their order for free if no payment has been made for any item within 1 hour of matching with a shopper.
   • After Payment: If canceled after payment but before a shopper purchases the items, a full refund will be granted.
   • Post-Purchase: Refund eligibility depends on the retailer’s specific policies. If a retailer does not allow refunds, Dreem™ cannot issue refunds.
   • Non-Refundable Items: Certain specialty or final-sale items may not be refundable, adhering to the original seller’s policy.
     
     
2. Damaged or Incorrect Items
   • Eligibility for Refunds or Exchanges: If items arrive damaged or do not match descriptions, users can submit a claim within 48 hours of receipt with photo evidence.
   • Assessment and Resolution: Upon verification, Dreem™ will conduct an investigation with the shopper and retailer to facilitate a refund or replacement, as applicable.
   • Self-Refund: If customers wish to initiate a refund or exchange directly with the original seller, they may do so by contacting them directly. All original receipts will be included with their purchases, making it easy to reach out for any such requests. Dreem™ is not responsible for the refund or exchange process through the original seller but provides the necessary documentation to facilitate these actions.
     
     
3. Customs & Import Compliance
   • Country Restrictions: Users are responsible for verifying customs restrictions in their country before purchasing.
   • Returned Items Due to Customs: If an item is returned by customs due to restricted contents, a $10 processing fee will be deducted from any eligible refund.
     
     
4. Shipping Fees
   
   • Non-Refundable Shipping: Shipping costs are third-party fees and are non-refundable once an order is dispatched, except in cases where the retailer or carrier explicitly covers shipping refunds for eligible returns.
     
     
5. Service Fees
   • Non-Refundable Services: Service fees are generally non-refundable once Dreem™ has matched users with a shopper, except under specific circumstances as outlined in other sections of this policy
   • However, if the fault lies with Dreem’s shoppers, certain service fees may be refunded on a case-by-case basis. If you believe this applies to your situation, please contact us at refunds@madebydreem.com, providing all relevant details and evidence for review.
     
     
6. Refund Process & Timeline
   • Processing Time: Refunds are subject to processing times from the original retailer. Dreem™ will communicate delays if they occur and provide updates.
   • Method of Refund: Refunds are issued through the original payment method.
     
     
7. Fraud Prevention & Unauthorized Cancellations
   • Account Security: Users must notify Dreem™ of unauthorized account access or charges. Unauthorized cancellations or fraudulent claims may lead to account suspension and investigation.
     
     
8. Dispute Resolution
   • Customer Support: Dreem™ offers dedicated support for refund and dispute inquiries, aiming to resolve issues fairly and transparently.
   • Escalation: If a resolution cannot be reached, cases may be escalated to relevant dispute resolution authorities, as appropriate.
     
     
9. Returns & Exchanges

   • Dreem™ facilitates purchases on behalf of users and adheres to each retailer’s return and exchange policies. Any returns or exchanges must comply with the terms set by the original retailer. Dreem™ cannot guarantee approval for returns or exchanges and is not liable for the outcome. Users are responsible for following the retailer’s instructions. It is advised that every customer review the retailer’s return and exchange policies before making a purchase. Dreem™ will not process returns or exchanges directly unless specified by the retailer.
     
     

10. Termination of Subscription Purchases

    • Subscriptions to Dreem™ services are billed on a monthly recurring basis. Users may cancel their subscription at any time through their account settings. Subscription fees are non-refundable, except in cases where Dreem™ fails to provide the agreed-upon service. In such cases, users may request a refund, subject to review. Termination of the subscription by the user will stop future charges but will not result in a refund for the current billing cycle.

Disclaimer
Dreem™ provides a personal shopping service and does not directly sell or distribute any products. All service fees are strictly non-refundable unless a fault is identified with the shopper’s service. Refund eligibility for purchased products follows the policies of the original retailer, and Dreem™ cannot guarantee or expedite retailer-issued refunds. Dreem™ is not responsible for outcomes where refunds are denied or delayed by the original sellers.

Consent of Service
By continuing to use Dreem™, users agree to our role as a personal shopping service provider, facilitating purchases on their behalf. Service fees are non-refundable, except in cases where a verified shopper error occurs. Refund eligibility for purchased items is governed solely by each retailer’s policies, and Dreem™ is not liable for any refusal or delay in refunds by these retailers.

Contact Us
For any inquiries, support requests, or concerns regarding Dreem™’s services, customers can reach our support team at hello@madebydreem.com. Our support team is available during business hours and will respond to all queries promptly. Please ensure to provide all necessary details for a faster resolution.